Desktop Support Customer Service

Daniel van Heerden

Tampa, Florida 727-***-**** ad5vxo@r.postjobfree.com

Summary

Highly motivated and results-oriented IT professional with a blend of technical expertise and a passion for exceptional customer service. Proven ability to diagnose and resolve complex desktop hardware and software issues, ensuring efficient incident management through industry-standard ticketing systems (e.g., ServiceNow, Zendesk). Eager to leverage strong communication and problem-solving skills to excel as a Desktop Support Specialist and contribute to a collaborative IT environment.

Skills

Technical Skills:

● Windows Server Administration

● Networking (TCP/IP, OSI Model)

● Desktop Support

● Operating Systems (Windows 10/11, macOS, Linux)

● Hardware Troubleshooting

● Help Desk (ServiceNow, Zendesk)

● Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

● Active Directory User and Group Management

● Data Backup & Recovery (e.g., Veeam, CrashPlan)

● Mobile Device Management (MDM) (e.g., Intune, Workspace ONE)

● Security Protocols (HTTPS, SSH, VPN)

Soft Skills:

● Communication (Written & Verbal)

● Collaboration

● Customer Service

● Attention to Detail

● Problem-Solving

● Critical Thinking

● Organization

Education

Bachelor of Science in Psychology (UNISA)

Experience

System Administrator (Contract) March 2022 - Present

● Provided comprehensive technical support to a diverse clientele, encompassing server and desktop administration tasks.

● Troubleshooted and configured network issues to optimize performance and user experience.

● Utilized a ServiceNow ticketing system to efficiently track, prioritize, and resolve user incidents.

● Maintained user accounts and access permissions within Active Directory, ensuring security best practices.

Desktop Support Specialist Skills Gained (add this as a subheading)

● Diagnosed and resolved a wide range of hardware and software malfunctions on desktops, laptops, and peripherals.

● Acted as a first point of contact for end-user inquiries, delivering exceptional technical support via phone, email, and in-person assistance.

● Documented support interactions and solutions within the ticketing system, fostering knowledge transfer and continuous improvement.

● Configured and maintained mobile devices (phones & tablets) using an MDM platform to ensure secure access to corporate resources.

Law Enforcement Grade Security Officer G4S Security Solutions Jan 2019 - Feb 2021

● Ensured the safety and security of high-risk and suicide watch inmates at the Pinellas County Sheriff's Office.

Technical Consultant Evolution Network Systems (South Africa) May 2014 - Dec 2018

● Designed and implemented secure network and server solutions for clients, adhering to industry best practices.

● Monitored and maintained client IT infrastructure, proactively identifying and resolving potential issues.

● Provided technical support to ensure business continuity and minimize downtime. Senior Support Engineer Evolution Network Systems (South Africa) May 2006 - Dec 2014

● Designed and supported disaster recovery solutions for multiple clients, ensuring data integrity and rapid system restoration.

● Managed a team of support engineers, fostering collaboration and knowledge sharing within the team.

● Oversaw client site infrastructure and backup systems, implementing preventative measures to safeguard critical data.

Technical Support Engineer Computable Solutions (South Africa) Mar 2004 - Apr 2006

● Implemented and maintained a large-scale wireless network, ensuring optimal network coverage and performance.

● Provided comprehensive network and Windows/Linux administration support to a diverse client base.

Military Experience

● Multitask Specialist (Captain) British Army 21 SAS - Active/Reserve Jan 1999 - Dec 2012

● Multitask Specialist (Captain) South African Defense Force 5th Special Forces Brigade Jan 1995 - Dec 1999

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